Application Support and Maintenance Services
Deccan Enterprise Application Maintenance and Support services are designed to help organizations increase application efficiency, reduce system downtime, drive high-performance, and extend application life. Our highly skilled engineers provide 24*7 support that is globally integrated.
Deccan Enterprise services – ranging from 'keep-the-lights-on' maintenance to proactive and continuous improvement – help you get the most out of your existing IT applications.
- Risk-Reward SLA model for minimum customer risk and maximum customer benefit
- Strong governance model
- Robust transition methodologies
- ITIL Standards and procedures
Services offerings
Multi-level (Level 1, 2, 3, 4) Support & Maintenance capability using a Corrective, Preventive, Adaptive & Perfective approach across technologies and business domain.
Help Desk Level 1 Support
- End-user support, including response to calls and answering "how-to" questions
- Ticket resolution and logging
- Resolution of basic IT/computer problems, ex: username and password issues
- Verification of physical layer issues
- Installation/re-installation of basic applications
- Verification of appropriate hardware and software installation
- Assistance with navigating around application menus
- Help with using knowledge management tools
Help Desk Level 2 Support
- Monitoring ticket log
- Providing Break-Fix/Corrective and Emergency support
- Providing consultation and technical support to end-users
- Resolving ad-hoc issues
- Testing and releasing patches to production within a specified TAT
Help Desk Level 3 Support
- Defect detection and root cause analysis
- Minor enhancements and customization
- Preventive, adaptive, and perfective maintenance
- Routine maintenance activities
- Need-based interaction and follow-up with 3rd-party vendors, suppliers, etc.
Preventive maintenance
As part of Preventive Maintenance, our engineers:
- Document frequently occurring issues
- Test applications in idle time and look for bugs
- Look for possible solutions that can help enhance application functionality/performance
- Recommend and execute changes to applications
Enhancement
Our IT Consultants implement minor and major enhancements to applications based on an assessment of application performance and functionality